FAQ

Products & tips

The Sunshine Clean contains lemon essential oil.
The growth serum contains 12 oils: 6 vegetable oils and 6 essential oils.
The Repair Time mask contains essential oils of rosewood and grapefruit.
The Pink Paradise conditioner contains essential oils of pink grapefruit.
The Lychee-Blackberry Smoothie contains lemongrass.
The Vanilla Ylang-Ylang Smoothie contains essential oil of Ylang Ylang.

The essential oil is precisely dosed. The use of the conditioner on children is not a problem and there are no contraindications since it can be rinsed off. Little secret: the founder of the brand uses it on her children's hair :)

The Kurl Nectar is lighter than the Smoothie which is richer. It contains jojoba and sweet almond oil and also mango butter. It is suitable for dry hair.

This product is natural. It is a humectant complex based on water and provitamin B5. Therefore, it will retain moisture and fix the curl without the “scrunchy” effect or the wet effect.

The Kurl Nectar, containing 10 active ingredients, will protect, moisturize and optimize the definition of your curls.
The Boost Curl jelly will define and fix your curls without that "scrunchy" effect while retaining moisture.
One is hydrating, the other is styling. They are complementary.

Not at all, the Magic Twist cream is the most nourishing product of the brand.

Hair loss can be linked to different factors: bad lifestyle, stress, tiredness, hormonal shock... Therefore, it is important to evaluate the cause first. We advise you to have a healthy lifestyle (drink a lot of water, avoid all sources of stress, eat well, etc.).
We also advise you internally to take a 3-month course of food supplements.
We also advise you to use externally the Sérum Croissance for hair loss. It is composed of 12 oils, 6 of which are essential and 6 vegetable. In a rigorous way every evening and in the long term, it will activate the blood circulation and thus stimulate the growth.

Our products are designed for textured hair, i.e. wavy, curly, coily and kinky hair. The active ingredients in the products may be too rich for straight hair. However, if you are doing oil baths, we have the Sérum Croissance and if your hair is thick and dry then you can use our treatments.

You can use our products at the age of 18 months.

You can use the Bubble Dream shampoo especially designed for children, the Pink Paradise conditioner, the Smoothie Ananas and add the Magic Twist cream for kinky hair for curly or coily hair.

You can apply a small dab of the Boost Curl jelly after the moisturizer. All on damp hair.

No-poo (short for "no-shampoo") is a method of washing your hair without shampoo. This doesn't mean that you don't wash your hair at all, but that you alternate with a milder product. Even if it does not foam, the conditioner has a washing base. It is a practical technique when you want to space out your shampoos.
Pink Paradise conditioner and Repair Time mask are No-poo compatible.

Yes, all the products, the Repair Time mask contains macadamia oil which preserves the colorations. Be careful with Tropical Detox, which contains kaolin that can cause the color to bleed during the first few days. It's best to wait at least two weeks after coloring or bleaching.

We recommend using the Cocktail Curl Remedy spray. This spray is based on mango butter and pure keratin, both of which will seal and nourish split ends. The raspberry vegetable oil is antioxidant and nourishing and the aloe vera is very hydrating. Be sure to trim your ends and split ends regularly.

This one, made with mango butter and pure keratin, will seal and nourish split ends.

Not at all, the brush is used on damp/wet hair when conditioning. It also helps to redefine curls. Always start detangling from the ends to the roots.

To start again on a healthier basis, I recommend our latest treatment, Tropical Detox. This product is a natural treatment containing banana (detangling), flax and chia seeds (moisturizing), hibiscus vinegar (lightness and shine) and kaolin (purifying). It will eliminate all the toxins related to the colorings, thermal aggressions and chemical components. It will detoxify the hair and scalp to give life back to your natural hair.
Do not hesitate to cut the damaged ends as you go along.

The Perfect Clean shampoo will gently cleanse without drying. The baobab protein will rehydrate and strengthen your hair, the coconut cleansing base will redefine your curls as soon as you wash and prepare your hair for detangling. Finally, the apple extract will reoxygenate the scalp.

The Sunshine Clean shampoo treats the scalp. It contains moisturizing and soothing active ingredients that will help rebalance the pH of the scalp. It contains essential oil of lemon which will purify the scalp. As for the Perfect Clean shampoo, we find the washing base with coconut. It will be a little lighter in vegetable glycerin thus more adapted to the fine hair or which regrays quickly.

Ecocert is an independent company created in 1991 by agricultural engineers who understood the importance of guaranteeing products that are respectful of man and the environment. Because of its independence, the Ecocert certification is one of the most ambitious and trustworthy organic labels. Each product has an Ecocert percentage in its composition. Two of our products are Ecocert certified: the Tropical Détox and the Sérum Croissance.

The Perfect Clean shampoo Shampoo was voted best shampoo at the 2017 NHA Prize.
The Sérum Croissance was voted best oil at the 2018 NHA Prize.
The Kurl Nectar was voted best leave-in at the 2018 NHA Prize.
The Tropical Détox was voted best product of the year in 2021.

The texture of the Smoothies is fluid due to its humectant/nourishing cocktail of aloe vera, mango butter, sweet almond oil and jojoba oil.

The Perfect Clean Shampoo contains vegetable glycerin. This ingredient may be too rich for some hair types. It should be applied in small quantities. Feel free to alternate with a less rich shampoo.

The "sticky" / too rich effect may be due to the moisturizing ingredients in the shampoo, particularly the level of vegetable glycerin present. Indeed, natural products can sometimes be too rich for people in transition.

Then, this effect can be due to several factors, here are some questions to ask yourself:
- Has your hair been overly straightened before?
- Have you used chemicals (silicones, sulfates, parabens, mineral oils, alcohol) recently?
- Have you colored or bleached your hair?

All these factors indicate a hair transition, so these toxic, chemical and thermal materials take time to disappear from the hair fiber (up to 7 years) and it is important to make a transition to natural with the help of the Tropical Detox once a week for two and a half months to eliminate these heavy materials.
The hair will then better accept the natural moisturizing ingredients.

If you are not in transition it can be due to the accumulation of residues accumulated during the month (creams, oils, butters), it is thus important in this case to carry out a clarification once per month using the Tropical Detox to eliminate all the heavy residues not being able to be removed with a hydrating shampoo and to start again with zero.

The Kurl Nectar contains 10 active ingredients that will deeply moisturize the hair;

The Boost Curl jelly is a water-based moisturizing complex with provitamin B5 to set curls;

The Smoothie contains aloe vera, vegetable glycerin and oils. It is therefore richer. It will be more suitable for very curly and frizzy hair.

The Tropical Détox can be used as a cleansing ritual. It can be used as a purifying co-wash once or twice a month. It is ideal for oily roots and dry ends.

1- A shampoo to clean the scalp.


2- A conditioner to detangle the hair fiber


3- A moisturizing product

4- A styling product

A routine as simple as 1,2,3 and 4

We recommend that you first apply Kurl Nectar to moisturize, protect and shape your curls and then set your curls with Boost Curl jelly.

Thanks to its 10 supercharged active ingredients, Kurl Nectar moisturizes and protects curls while optimizing their definition.

Yes, with the Sérum Croissance that nourishes the hair fiber and stimulates the scalp.

You can use the Smoothie daily on wet or dry hair to nourish and moisturize the hair if needed.

The most suitable shampoo is Sunshine Clean because it contains purifying agents including lemon essential oil that rebalances the scalp's pH.

In no poo, the Tropical Détox is also ideal.

It is best applied to dry hair.

It's best to spray your hair with a water spray beforehand to help reshape the curls.

As a growth serum: apply to the scalp as regularly as possible using circular movements to activate blood circulation and thus stimulate growth. Do not rinse.

In oil bath: apply to damp hair from scalp to lengths. Leave on for a minimum of 30 minutes under a heated cap. Rinse and then proceed with your usual washing routine.

As a finishing oil: apply at the end of your styling routine. A few drops are enough to seal in the moisture. No rinsing required.

Leave on for 15 to 30 minutes under a heating cap so that it penetrates the hair fiber. After 30 minutes, the mask will be impregnated. Rinse with clear water.

Some of our non-rinsable products contain essential oils for their virtues and fragrance. They are generally not recommended during these periods without medical advice.

The products that do not contain essential oils are:
- The Perfect Clean shampoo
- The Bubble Dream shampoo
- The soin Tropical Détox
- The Kurl Nectar leave-in
- The Boost Curl jelly
- The Cocktail Curl Remedy treatment
- The Magic Twist butter cream
- The Smoothie Ananas hair milk

The objective of the jelly is to bring moisture by fixing the curls. It contains a humectant cocktail that will help maintain moisture in the hair. It is thus compatible with the not very porous hair.

Yes, all our products are vegan except the Kurl Nectar which has honey and the food supplements containing fish gelatin.

Customer account

My personal details

You can consult our website privacy policy here.
Les Secrets de Loly undertakes to delete your data at your request by email to contact@secretsdeloly.com, if you change your mind.

You can still place orders in "guest" mode without creating an account if you wish.

To modify you personal information, go to the tab “my account”.
You can add and modify your delivery addresses and consult your order history.

Manage my customer account

During your first visit on the website, click on the icon “my account” at the top right then click on “create an account”.

Click on “my account“ to get to the login screen and then on “forgot password”, to reset it.

To consult your previous orders, go to the section “my account“, then “order history”.

Go to the tab “my account“, and click on “view addresses” in the section “account details”.

To find out how much money you have in your loyalty fund and what you can redeem your points for, go to the section “My loyalty found” at the bottom right of the site.

Newsletter subscription

To subscribe to the newsletter, go to the shopping cart during your first order and check the box "keep me informed of news and offers".

To unsubscribe, simply click on the "unsubscribe" link at the bottom of a newsletter.

Order

Make an order

Start by adding the desired items in your cart, then validate it by following the steps one by one, enter the information necessary for the delivery of the package as well as the desired method of delivery, your promotional code, if you have one, and go to the payment step to finalize the order.

After placing your order you will receive a confirmation by email.

The promotional code is to be added in your cart during the validation of your order.

To pay your order, you just have to follow the steps during the validation of your order, you will be redirected to the online payment site. Our online payment module is perfectly secure, your data is encrypted, to be better protected.

Once the transaction is completed, you will be redirected to the site where the confirmation of your order is displayed, which you will also receive by email.

The different payment methods accepted on the website are: Bank and credit cards (CB, VISA, MASTERCARD).

A few minutes after the payment of your order, a confirmation email will be sent to you to confirm its validation. This email can sometimes land in the spams, so think of checking the content if the email is late in arriving in your inbox.

You can also find your order in the section “my account“ then “order history” and monitor the progress of its preparation and delivery.

Once validated, your order is electronically transmitted to our logistics department, in the Paris region, which prepares and ships orders within 48 hours, working days, for all orders placed before 1pm.

Our logistician works only with recyclable materials (kraft paper, silk paper, or ecological corn starch chips) and uses these tools in moderation, to ensure the delivery of your products in the best conditions.

You can find your invoice in the section "my account" then "order history", in the "invoice" column by clicking on download. In case of difficulty, you can contact customer service at contact@secretdeloly.com.

Only international orders (outside the European Union and DOM) require an invoice for customs clearance. For all orders delivered in the European Union, Metropolitan France ; only the delivery notes will be attached to the orders and these notes do not include any price.

We are sorry but we do not offer this service. Notably for ecological reasons.

Edit / cancel my order

After validation of your order, and in order to allow a fast sending, this one is directly transmitted to the logistic service, which proceeds to its preparation.
We do not have access to your order anymore to proceed to a modification/cancellation.

In addition, the price of shipping costs varies with the weight of the package, any order already cashed, can not be changed. You will have to wait for the reception or the return of the parcel to the sender, to obtain a refund.

Unfortunately, it is impossible to change the delivery address of your order once it has been transmitted to the logistics preparation.

But don't worry, your package will be returned to us and upon receipt, we will proceed to the refund or return the order to the right address, as soon as possible.

Return / refund

It is quite possible to return a purchase, within 15 days of receiving your order.

For this, you will be provided with a withdrawal form, by our customer service at the following email address contact@secretsdeloly.com.

To obtain a refund of the order, the products must still be in blister pack and in perfect condition.
The return will be made at your expense to the address of the sender, namely :

VEOLOG

Bâtiment 13 Niveau 1

Retour LSL -(n°of your order) 

110 bis avenue du Général Leclerc

93500 Pantin
FRANCE

It must be accompanied by a copy of your delivery slip inside, with the item(s) to be returned circled. Then you will have to write to the customer service contact@secretdeloly.com, to notify the return of your order and provide the proof of sending the package, to ensure its follow-up.

Upon receipt, after verification, you will receive the refund on the payment method used when placing the order.

All purchases made online must be returned by mail to our logistics department. No returns can be made to the store.

For any exchange, we invite you to contact beforehand the customer service contact@secretdeloly.com, to obtain a written agreement, allowing you to come to the store.

Following the return of your order, the logistic will acknowledge receipt of your package to our customer service, within 72 hours. We will then proceed to the refund of the returned articles in conformity, via the payment method you used at the time of your order and will confirm it to you by email.

Delivery / order tracking

The delivery methods, costs and deadlines can vary according to the destination and the weight of the package:

For the metropolitan France:

- “Colissimo suivi contre signature” (3 to 5 working days) from 5,50€

- Mondial Relay ( 3 working days) from 5€

- DHL France (1 to 2 working days) from 20€
From 75 euros of purchase, the delivery costs will be offered for any delivery in Metropolitan France. .

For the DOM and Europe: 

- “Colissimo suivi contre signature” (5 to 15 working days) from 7€

- DHL International (3 to 8 working days) from 20€

For international and Guyana:
- DHL International (3 to 8 working days) from 20€

We deliver to many countries around the world and have a network of over 800 distributors.
Do not hesitate to contact us or to consult the map of our official distributors.

When your order is shipped, we send you a notification containing the tracking number of your order and the link to the carrier's website, to know the status of your delivery.

We advise you to watch your spam, this notification should reach you within 48 hours after placing your order.

Or


To track you order, go to the section “order history”, you will find the tracking number of your last order, once it has been shipped.

Payment

Pay my order

The payment methods accepted on the website are : Bank and credit cards (CB, VISA, MASTERCARD).

Your payment is made via the Mollie platform, which is completely secure. Your data is encrypted and can in no way be subject to hacking. Mollie recovers the payment and transfers it to us, which is why you may see this name appear on your statement concerning the payment of your order. Don't worry, this is perfectly normal.

For refunds, we also go through Mollie, on the payment method used during the purchase. The payment can take between 2 to 5 days, depending on your bank.

To pay your order, you just have to follow the steps during the validation of your order, you will be redirected to the secure online payment site. Our online payment module is perfectly secure, your data is encrypted, to be better protected.
Once the transaction is completed, you will be redirected to the site where you will see the confirmation of your order, which you will also receive by email.

To find the invoice of the order you have just made, go to the section “my account“ then “order history” in the "invoice" column by clicking on download.

Promotional code

Simply go to your shopping cart to validate the order and enter the code you want to apply then click on "apply", as in the box below:

If your code does not seem to work, please check the case (upper or lower case).

If it still doesn't work, please contact the customer service at contact@secretsdeloly.com to get more information before ordering, about the validity of the promotional code and the conditions of use.

A discount code / offer cannot be cumulated with a sponsorship code, the second code added cancels the first one. Similarly it is not possible to accumulate loyalty offers and a sponsorship code on the same order.

After validation of an order, no modification and no discount code can be applied to your order. We advise you to contact our customer service, if you encounter difficulties in applying a discount code, before the order is placed contact@secretsdeloly.com

Tax refund

As mentioned in our terms of sales, Les Secrets de Loly cannot be held responsible for any customs fees that may apply to your order.

Nevertheless, we advise you to check beforehand the map of the distributor , to ensure that delivery is the only way for you to get our range.

« There are no customs duties for products delivered in France or in the European Community.
For other countries, customs taxes may be due. It is up to the customer to contact the customs services of his country to make a customs declaration if necessary. The company LES SECRETS DE LOLY will not be able, in no case, to be held for person in charge for a possible overcost bound to these customs taxes. As a reminder, the DOM TOM are considered out of the European Union and thus subjected to the passage in customs. »

Loyalty and sponsorship program

You will find all the information concerning the loyalty and sponsorship program here.

Points of sale

Consult the map of our sales points here.

Customer service

I have an issue with my order’s delivery

We invite you to consult the tracking of your order by going in the heading “my account“ then “order history” in order to know the delivery status of your order.

In case of anomaly, you can contact our customer service at contact@secretsdeloly.com. We will do our best to locate the package.

If the tracking of your package indicates "delivered" but you have not received it, we invite you to make a neighborhood investigation (janitor, neighbors, note in your hall ...).
If you are unable to find your package, we invite you to write to us at contact@secretsdeloly.com, our customer service department will consider your complaint and get back to you to resolve the issue.

If your order does not correspond to what you ordered, please send us by email photos of the products received, the packaging and its label as well as the delivery note to contact@secretsdeloly.com, our customer service will make checks to repair any error.

If your order arrived damaged despite the precautions taken by our logistics department, we are very sorry. In order to help you as soon as possible, we advise you to take a picture of the packaging and its label as well as the damaged products and the delivery note and to write to us at contact@secretsdeloly.com. Our customer service will consider your complaint and will come back to you to solve this problem.

If your order arrived incomplete, we are very sorry.
We advise you to take a picture of the package and its label as well as the products received and the delivery note.
It could be that the package was broken during its routing. If the package arrives rescotched or damaged, it is imperative to take pictures.

You can then send them to us by mail at contact@secretsdeloly.com. Notre service client prendra en compte votre réclamation et reviendra vers vous afin de résoudre ce problème.

I have an issue with my product

You can contact our customer service department at contact@secretsdeloly.com, to report any anomaly encountered with any of our products. You will be asked to provide photos/videos demonstrating the problem and to provide the batch number of the product (often written on the top weld of the tubes).

Before anything else, please report your problem to the customer service at contact@secretsdeloly.com, which will direct you to our store for a possible exchange, without a written approval of the customer service, no exchange can take place in the store.

If your product was purchased from one of our retailers, you must write to us to report the anomaly, at contact@secretsdeloly.com some information may be requested. However, to obtain an exchange or refund, you will have to contact the customer service of the store where you made your purchase.

For any other questions

You can contact us at contact@secretsdeloly.com or via social media (Instagram, Facebook, TikTok).

Join us

You can send us your unsolicited applications by e-mail to a href="mailto:contact@secretsdeloly.com" title="mailto:contact@secretsdeloly.com">contact@secretsdeloly.com; remember to include the title of the position and the type of contract sought in the subject line of your e-mail.

If you are a professional and wish to become a retailer of our range of products Les Secrets de Loly, please write to our business developer marie@secretsdeloly.com.

If you want to follow our news and promotions, do not hesitate to follow us on different social networks: Facebook, Instagram, TikTok, YouTube and LinkedIn.

Covid-19

In order to protect the health of delivery personnel and ensure that its essential missions are carried out, La Poste is adapting its organization to the changing health situation. This adaptation is done in permanent consultation with the health authorities, the occupational medicine and the trade unions.

As of the week of Monday, November 2, 2020, and until further notice, collections, deposits and delivery of parcels may be slightly extended.

Yes, you can still order. Our website, after sales service and logistics are operational. Your products will be processed, stored and shipped as soon as possible. However, it is quite possible that your order will take longer to ship and receive. Postman and postwoman will prefer shipments that can fit in the mailbox to minimize the contact between you and the delivery person.

In principle, delivery times should not be impacted in France. However, if you live in the DOM-TOM, we invite you to order/purchase directly from a retailer near you. You can consult our map, to locate it. International deliveries can sometimes take longer due to Customs slowdowns since the beginning of the health crisis. However, we have many resellers around the world, so please check our map.

Currently our store has reopened at the usual times and Sandy, our expert welcomes you in strict sanitary conditions. However, in case of a new confinement, our store is not an essential business and could close again. You can consult here, the list of the points of sales which remain open during the quarantine. It will still be possible to continue to make your purchases online on our site, our service and logistics remain operational.

Please know that we will do our best to ensure that your order is delivered as soon as possible.

Our store

Our store is located at 56 rue Coriolis, 75012 Paris.

Opening hours:
Monday Closed
Tuesday 2pm -7pm
Wednesday 10:30am - 12:30pm et 1:30pm - 7pm
Thursday 10:30am - 12:30pm et 1:30pm - 7pm
Saturday 10:30am - 12:30pm et 1:30pm - 7pm
Sunday Closed

On site, you will be able to test the products and be advised by our expert, Sandy.